If a Customer tells you that they did not receive an E-signature Document via email after enrolling, any of the following may be the issue:
E-signature Document Not Attached to Program
The E-signature Document may not actually be attached to the Program(s). To check this, go to the Programs page, click on the pencil icon beside the Program and click on "Enroll Form" in the left menu. Under "E-Signature Documents," the Document should be listed.
If you open the dropdown menu, you will see it checked. If it is not listed or checked, then it is not attached and will not be sent upon enrollment. Check any E-signature Documents here that need to be sent when anyone enrolls in the Program.
Answers on Enroll Form are Stacked
If you have a "Long Text" custom field on the Enroll Form and someone answers that field by stacking their answers, it causes the E-signature Document to not be sent. This is a Dropbox Sign issue, not an Enrollsy issue.
You can fix this by going to the customer's account and looking for any stacked answers like the example below. Edit the answers so they are in the same row.
Email Address is Incorrect
The Customer may have misspelled their email address or typed in the wrong one. If the email is not valid, the email will not get sent to it. To fix this, go to the Customer's account and edit the email address and click "Save."
Email went to Spam
The E-signature Document email will come from this address: noreply@mail.hellosign.com. It's possible it may get sent to the Customer's spam/junk folder. Please have them check to see if it's there. You can also inform the Customer to whitelist the above email address by following these instructions.
If one of the above issues was the reason the Customers did not receive the E-signature Document, you can manually add the Document to the Customer's account. See this article for steps (and a video). If one of the above was not the issue, reach out to us via the chat button in the admin portal.